Door Hardware Shop - Door Hardware Shop
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FAQ’s (Frequently Asked Questions):

PAYMENT & BILLING:

Q: What payment options can I use to pay for my order?
A: We accept Visa, MasterCard, Discover, American Express, and PayPal, as well as Money Order or Checks via mail.

Q: Do you charge sales tax?
A: All orders billed or shipped to locations in California are subject to CA sales tax rate of 8.75% on products. We do not charge sales tax for orders shipped to any other states.

If your business/company has a California State reseller certificate, you will not be charged sales tax. To establish tax exemption eligibility, your CA Reseller’s certificate must be submitted to us via email or fax, prior to purchasing the products.

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ORDERING INFO:

Q: What types of Discounts are available?
A: Being a hardware distributor, we offer competitive prices that are affordable for all customers. In addition, we offer bulk/large order discounts (Request a QUOTE), Trade professional member discounts, and web/online special discounted prices (approx. 20% to 60% off retail prices).

Q: How can I check the status of my order?
A: The quickest way to get an update is to use the Order Status page or email us.

Q: How do I cancel my order?
A: Due to the time sensitive nature of order cancellations, it is best to call us at (909) 979-1808 and speak with a Customer Support representative as soon as possible. Once an order has already shipped, it cannot be cancelled, re-routed, or re-directed. If you would like to return the item, please follow our standard Returns Policy & Returns Procedure.

Items that are Custom-made, Special order, special/custom sizes, made-to-order, any flat goods, bath organizers, pantry organizers, or clearance items cannot be cancelled or returned.

Q: What do I do if the item I received was not the item I ordered?
A: Please contact our Customer Service department by phone at (909) 979-1808 or via email as soon as possible.

Q: What should I do if the product I received was damaged, defective, or missing parts?
A: Please contact our Customer Service department at (909) 979-1808 or via email as soon as possible so we can expedite your claim and also request our vendor/distributor to ship replacement item(s) as soon as possible.

Q: I would like to return an item I ordered. What is your Returns procedure and policy?
A: A: If you would like to return an item that is in new condition with its original packaging, you may return the product (with freight-prepaid by the customer), within 30 days from the purchase date. Return merchandise are subject to a 20% Restocking fee; All returns for Revashelf items and Kitchen & Bath Cabinet Organizers are subject to a 30% Restocking fee per the manufacturers' policies. Please contact us prior to returning merchandise and read our Return Policy for more details.

To start the returns process, please call us at: (909) 979-1808 or email: sales@doorhardwareshop.com before returning the merchandise. We will collect the information you’ve provided and issue a RGA# (Return Goods Authorization #) with your Return item(s).

Please Read our Returns Procedure and Returns Policy for more details.

Q: Who qualifies for the Trade Professionals Discount Program?
A: If you're a trade professional working in one of the fields listed below, you're eligible for FREE enrollment in our Trade Pros Discount program:

• Architect / Designer
• Builder / Developer
• Cabinet / Door Manufacturer
• Contractor / Remodeler
• Facilities/Maintenance Manager
• Government
• Historic Preservationistv • Hotel/Hospitality
• Retail Store / Showroom
• Set Designer / Media

Please contact our Customer Service department by phone at (909) 979-1808 or via email for more details about our Trade Discount Program and exclusive offers. We also offer FREE Drop-ship service to your customers with priority shipping available.

Q: What are your Terms of Sale?
A: Please refer to Our Policies for details.

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SHIPPING:

Q: What Shipping options are available?
A: Most items will be shipped via UPS. Options for this service include: Standard Ground, Next day Air, 2nd Day Air, and 3-day Select. UPS does NOT ship to P.O. Boxes.

Q: How do you determine the Shipping rate for my order?
A: All shipping rates are determined by the UPS Shipping gateway, calculated based on each item’s weight and dimensions, package size, the shipping location and delivery destination, and shipping service selected.

Q: How long will it take to receive my order?
A: Most stock orders ship in 1-2 business days by our company or drop-shipped from our vendors/manufacturers. Orders placed on weekends or holidays are processed the next business day after the holiday. Generally, you should receive your order in 5-10 business days from the ship date.

Q: Do you ship orders Internationally?
A: At this time, we only ship orders throughout the continental U.S.A. (including Alaska and Hawaii) and certain regions within Canada.

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RETURNS/EXCHANGES:

Q: I would like to return an item I ordered. What is your Returns policy?
A: If you would like to return an item that is in new, unused condition with its original packaging, you may return the product (with freight-prepaid), within 30 days from the ship date. Please Note: All Returned merchandise is subject to a 20% Restocking fee (unless if damaged or defective).

To start the returns process, please call us at: (909) 979-1808 or email: sales@doorhardwareshop.com before returning the merchandise. We will collect the information you’ve provided and issue a RGA# (Return Goods Authorization #) with your Return item(s).

Please Read our Returns Procedure and Returns Policy for more details.

Returns Policy:

With a few exceptions, as listed below, we offer a full refund of your purchase on items returned to us within 30 days of the shipping date. Returned items must be in new, unused condition with its original packaging, and include a copy of the sales receipt or packing slip with a “RGA # “ issued by our company. Returned items must be shipped freight-prepaid by the customer in order for us to accept the return.

Please contact us by phone: (909) 979-1808 or email: sales@doorhardwareshop.com before returning the merchandise for proper Return Authorization and Shipping Instructions. We will collect the information you have provided us and issue a RGA# (Return Goods Authorization #) with your Return item(s) along with Shipping Instructions.

Please Note: All Return items are subject to a 20% Restocking fee and we do not refund Shipping & Handling charges.

We do not accept return merchandise that is beyond 30 days from the ship date per our vendors and manufacturers’ terms and policies. All clearance and custom made, special order, made-to-order items, bath organizers, pantry organizers, and flat goods (kick-plates, push-plates, pull-plates) are non-returnable, non-refundable, and non-cancellable once the order has been placed.

Returns Procedure:

Step 1 - Acquire authorization and instructions:
To begin the return process, please call our Customer Service Dept. at (909) 979-1808 or email: sales@doorhardwareshop.com

We will email you a Return Goods Authorization (RGA#) number to return the product(s) along with Return Instructions and Shipping information given from the specific Vendor/Manufacturer. You will have 15 days to return the product(s) from the date that we had issued the RGA #. After the 15 days grace period, the Return Authorization will expire and no replacements or refunds will be given.

Step 2 - Shipping the product to the Returns Dept:
Ship the return item(s) to the specified warehouse location (The Shipping Address is provided in the email with Return Instructions).

Shipping returns procedure:
• Re-pack the product(s) for return in the original box with its original packaging. Write the RGA# on a piece of paper or on a copy of the packing slip and enclose it with the product inside the box.
• Next, ship the product to the warehouse address (provided in the Return Instructions email) using your choice of shipping carriers (UPS, FedEx, DHL, US Postal Service). We recommend insuring the package against damage or loss in transit. Returns that are damaged or lost in transit will not be replaced or refunded by buiildershardwareonline.com
• We recommend using a shipping carrier that will provide you with a return tracking number as this will speed up your returns process. If you have not received credit or a refund after 15 days from the delivery date received by the vendor’s warehouse Returns Dept., please email us and provide us with the tracking number so we can expedite the credit process for you.

Step 3 – Refunds:
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin.

Customers will be refunded via the same method in which the item was purchased or via company check at our discretion. Refunds given via credit card or company check are typically issued within 7 business days after return inspection/final approval.

Items returned without the proper RGA# or sent to the wrong shipping address are subject to an automatic 30% restocking fee plus the added cost for re-routing or re-shipping return items to its appropriate destination, or complete forfeiture of your refund at our discretion. If credit is to be given, it will be by store credit only. Please read your Return & Shipping Instructions carefully to avoid delays and unnecessary expenses.

Please do not request a charge back from your credit card company during the returns process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.

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Items not eligible for returns:

• Custom & Special orders (i.e. products that are special order or made-to-order or any item labeled as “special or custom size” in the product pages of the website).
• Special purchases including: clearance items, overstock items, inventory sale items, special-discount quoted items, special discounts, etc.
• All Rev-a-shelf Bath Organizers and Pantry Organizers cannot be returned – These items are special orders shipped directly from the distributor/manufacturer.
• Any item that has been assembled, installed, modified, or used in any way.
• Any item that is not in “resalable” condition.
• Any item not accompanied by a Return Goods Authorization Number (RGA#) issued by doorhardwareshop.com
• Any item that is not in the original box with its original packaging.
• Large orders: (Orders containing 10 or more of a single item or orders with an invoice totaling $700. or greater). When ordering large quantities, we suggest ordering a sample for evaluation.
• Expedited shipping and charges for shipping to Alaska, Hawaii, Puerto Rico, Canada and International destinations.
• Any item not purchased from doorhardwareshop.com.

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Damaged & Defective Goods Policy:
At doorhardwareshop.com, we understand that a product may occasionally get damaged in transit, missing a part, or there may be a manufacturer product defect. We are here to help you with a replacement item or part - at no expense to you. To expedite your claim, please contact us at (909) 979-1808 or via email: sales@doorhardwareshop.com and include a written detailed product inspection along with an attached photo of the product, immediately upon delivery. This will make things much easier if you decide to return the item or have our shipping carrier (UPS, FedEx, US Postal Service) pickup the item at your location.

Small Package Deliveries
For smaller UPS or USPS deliveries that are damaged in transit, please contact our Customer Service Dept. immediately instead of refusing the package at (909) 979-1808 or email us at: sales@doorhardwareshop.com. If damages are reported within 5 days for UPS or USPS deliveries, we can file a claim on the behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify us of defective or damaged merchandise within three (3) business days of receipt of goods.

Large Package Deliveries
Immediate inspection is especially important when receiving large items (such as 18” or longer surface bolts, towel bars, pantry organizers, kitchen cabinet organizers, bath cabinet organizers, etc) from UPS, LTL, White Glove, and common freight carriers. In this case, it is important to notate any damage on the bill of lading or delivery receipt when you sign for the delivery, even if the package appears only slightly damaged.

Customers who sign for delivery and do not notate any "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify us of the refusal so we can anticipate the return and send out a new item.

We at doorhardwareshop.com or one of our authorized vendors/manufacturers will repair or replace the damaged or defective goods at no additional charge. If a return is desired instead of replacement, the Standard Returns Policy applies and our initial shipping and handling costs will be deducted from the credit or refund.

Failure to follow the Returns procedure for the damaged or defective item may result in a charge for the free replacement item at our vendors’ discretion.

Returned items that are found to be in working condition (inspected as not defective, damaged, or missing parts) may not be eligible for a refund; instead eligible as an exchange or given store credit.

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Shop with confidence at DoorHardwareShop.com with our commitment to great quality products, prompt delivery, and a dedicated customer care team with knowledgeable product specialists. Door Hardware Shop offers specialty builders hardware, residential and commercial door hardware including solid brass door bolts, flush bolts, surface bolts, door stops, floor stops, pocket door pulls, bath accessories, cabinet knobs and pulls, and affordable storage organization solutions with bath vanity organizers, kitchen cabinet organizers, including a variety of drawer base organizers, pantry pullouts, lazy susans, and blind corner organizers. We take great pride in showcasing our products and strive to make your shopping experience the best at DoorHardwareShop.com.
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